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The project aims at understanding the Marketing strategies at Airtel and its
impact on the perception of Airtel Cellular Services. Research has
demonstrated conclusively that it is far more costly to win a new customer
than it is to maintain an existing one. And there is no better way to retain a
customer than to exceed his expectations. For this purpose it is essential to
know the level of customer satisfaction. The focus of my research was theme
assortment of customer satisfaction level for the services provided by Bharti
Airtel. The research was done for the corporate clients of Bharti Airtel. My
job was not only to represent the Corporate Sales Dept. and collect the
feedback from the clients but also to get the major complaints resolved
through internal counseling. There can be no better opportunity to interact
with the external as well as the internal customers of an organization. Finally
the results of the research verify the fact that keeping the customer satisfied
is the best strategy to not only retains the existing customers but also to
expand the business to new horizons.


Incorporated on July 7, 1995, Bharti Airtel Ltd is a division of Bharti

Enterprises. The businesses of Bharti Airtel are structured into two main
strategic groups - Mobility and Infotel. The Mobility business provides
GSM mobile services in all 23 telecommunications circles in India, while
the Infotel business group provides telephone services and Internet access
over DSL in 15 circles. The company complements its mobile, broadband,
and telephone services with national and international long-distance
services. The company also has a submarine cable landing station at
Chennai, which connects the submarine cable connecting Chennai and
Singapore. Bharti Tele-Ventures provides end-to-end data and enterprise
services to corporate customers by leveraging its nationwide fibre-optic
backbone, last mile connectivity in fixed-line and mobile circles, VSATs,
ISP and international bandwidth access through the gateways and landing
station. All of Bharti Tele-Ventures' services are provided under the Airtel
As of September 2005, Bharti Tele-Ventures was the only company to
provide mobile services in all 23 telecom circles in India.
By the end of October 2005, Bharti Tele-Ventures was serving more than
14.74 million GSM mobile subscribers and 1.10 million broadband and
telephone (fixed line) customers.

The equity shares of Bharti Tele-Ventures are currently listed on the

National Stock Exchange of India Ltd (NSE) and the Stock Exchange,
Mumbai (BSE). As of September 30, 2005, the main shareholders of Bharti
Tele-Ventures were: Bharti Telecom Ltd (45.65%), a subsidiary of Bharti
Enterprises; Singapore Telecom (15.69%), through its investment division
Pastel Ltd; and, Warburg Pincus (5.65%), through its investment company
Brentwood Investment Holdings Ltd). Other shareholders with more than a
1% stake were: Citi Group Global Markets Mauritius Pvt Ltd (2.99%);
Europacific Growth Fund (2.04%); Morgan Stanley & Co International Ltd
(1.93%); CLSA Merchant Bankers Ltd A/C Calyon (1.33%); Life Insurance
Corporation of India (1.34%); and, The Growth Fund of America Inc

Sunil Bharti Mittal, the founder-chairman of Bharti Enterprises (which owns

Airtel), is today, the most celebrated face of the telecom sector in India. He
symbolises the adage that success comes to those who dream big and then
work assiduously to deliver it. Sunil Bharti Mittal began his journey
manufacturing spare parts for bicycles in the late 1970s. His strong
entrepreneurial instincts gave him a unique flair for sensing new business
opportunities. In the early years, Bharti established itself as a supplier of
basic telecom equipment. His true calling came in the mid 1990s when the
government opened up the sector and allowed private players to provide
telecom services.

Bharti Enterprises accepted every opportunity provided by this new policy to

evolve into India's largest telecommunications company and one of India's
most respected brands. Airtel was launched in 1995 in Delhi. In the ensuing
years, as the Airtel network expanded to several parts of India, the brand
came to symbolise the very essence of mobile services.

Airtel provides a host of voice and data products and services, including
high-speed GPRS services. Airtel also offers a wide array of 'postpaid' and
'prepaid' mobile offers, with a range of tariff plans that target different
segments. A comprehensive range of value-added, customised services are
part of the unique package from Airtel. The company's products reflect a
desire to constantly innovate. Some of these are reflected in the fact that
Airtel was the first to develop a 'single integrated billing system'

Airtel comes to you from Bharti Airtel Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises. Bharti is the leading
cellular service provider, with an all India footprint covering all 23 telecom
circles of the country. It has over 21 million satisfied customers. Bharti
Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world class products and services. Established
in 1976, Bharti has been a pioneering force in the telecom sector with many
firsts and innovations to its credit. Bharti has many joint ventures with world
leaders like SingTel (Singapore Telecom); Warburg Pincus, USA; Telia,
Sweden; Asian infrastructure find, Mauritius; International Finance
Corporation, USA and New York Life International, USA. Bharti provides a
range of telecom services, which include Cellular, Basic, Internet and
recently introduced National Long Distance. Bharti also manufactures and
exports telephone terminals and cordless phones. Apart from being the
largest manufacturer of telephone instruments in India, it is also the first
company to export its products to the USA.

Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has
established itself across India in sixteen states covering a population of over
600 million people. Airtel will soon cover the entire country through a
process of acquisitions and green field projects. With a presence in over
1,400 towns, Airtel today has the largest network capacity in the country.
In the last nine years Airtel has achieved many firsts and unique records: it
was the first to launch nationwide roaming operations, it was the first to
cross the one million and the five million customer marks. It was also the
first to launch services overseas.

There are other 'firsts' credited to Airtel - many of them in the area of
innovative products and services. Today, Airtel innovates in almost
everything that it presents to the market. An excellent example is Easy
Charge - India's first paperless electronic recharging facility for prepaid
customers. As evidence of its fine record, Airtel has also been conferred
with numerous awards. It won the prestigious Techies Award for 'being the
best cellular services provider' for four consecutive years between 1997 and
2000 - a record that is still unmatched. And in 2003, it received the Voice &
Data Award for being 'India's largest cellular service provider', amongst
As part of its continuing expansion, Airtel has invested over Rs. 1,065
billion in creating a new telecom infrastructure. In 2003/04, Bharti Tele-
Ventures earned a gross profit of Rs. 16 billion on revenues of Rs. 50



Airtel to “Touch Tomorrow” with a new brand vision. The Bharti Mobile
promoted AirTel cellular service will go in for repositioning of its brand
image. The new brand ethos is portrayed in two distinct fashions - the tag
line "Touch Tomorrow", which underscores the leading theme for the new
brand vision, followed by "The Good Life", which underscores a more
caring, more customer centric organization. Aimed at re-engineering its
image as just simply a cellular service provider to an all out information
communications services provider, Touch Tomorrow is meant to embrace
the new generation of mobile communication services and the changing
scope of customer needs and aspirations that come along with it.

The new communication is about a new dimension in the cellular category

that goes beyond the Internet, SMS, roaming, IVRS, etc but which engulfs
the whole gamut of wireless digital broad band services that will constitute
tomorrows cellular services. The new campaign is in two phases - the first of
which will communicate overall brand philosophy and the second products
and services. According to Mr. Jagdish Kini, Chief Operating Officer, Bharti
Mobile Limited, Karnataka "We are adopting a new brand-platform - Touch
Tomorrow - not only to reflect our corporate ethos but also business
strategy". The new identity will have the logo in Red, Black and White
colors along with lower case typography to convey warmth. AirTel will

incorporate the latest branding in all of its communication and will soon be
going in for an enhanced promotional drive to establish the brand's presence.


PRE-PAID card users need not worry anymore about recharging their
coupons every month. Company has launched a plan that allows users to
take a pre-paid connection with lifetime validity for a onetime payment of
Rs. 999. Subscribers availing themselves of this scheme will also get full
talk time for their charge coupon they purchase and also have the option to
buy Taiwanese manufactured Bird mobile handsets for as low as Rs.1,399.
The move is aimed at stopping the churn in the pre-paid subscriber base.
Once a subscriber takes this plan, he will always be an Airtel subscriber
whether the mobile is being used or not.


Airtel launched its services before Essar and skimmed the market picking up
the bulk of the high usage premium clients. This is a very competitive
industry with the two companies differentiating either on value-added
services or price. Airtel is perceived as the high quality provider and has a
premium image. Essar, on the other hand, is perceived as the lower end
service provider. Airtel positions itself as the market leader on the basis of
the number of subscribers. Essar is trying to counter this by emphasising on
the reach of its network and the quality of its service. However, Essar is

somewhat not been very successful largely due to the inconsistency in
To promote themselves, both the players have been dependent on tactical
advertising However, they have restrained from using comparative
advertising Hoardings have been a very popular medium for carrying the
advertisements Airtel has also been advertising on television using the
Bharti Telecom name.


Airtel has targeted the premium and upper middle class. The rationale
behind it is that only those segments should be targeted who value time and
have the paying capacity. It Is also planning to target the business tourists
during their stay in the capital About 60% of the clientele are top executives
of corporate houses .About 15% are foreign organizations and the rest are
professionals and small businessmen. During the introduction stage there
was intense pressure to get consumers across to hook up with their brand,
because getting them to switch brand loyalty later would be hard So far
Airtel marketers have been concentrating totally on the business executive
class but now that the basic viable volumes has beer) built up and prices
have declined to a certain extent they are planning to venture further afield.


Since this is a high-involvement expensive product, the service provider

has to fully take care of the customers.

a) They take personal responsibility to "get" the answer for any
Problem faced by the customer
b) They anticipate customers' problems and take pro-active steps.
c) They give answers to the questions & requests, quickly & efficiently.
d) They have a positive tone & manner while interacting with customers.
e) They end the interaction on a positive or a humorous note-making the
last30 sec count.
Airtel realizes that attracting people 'Is easy but converting the mint loyal
customers is hard, hence emphasis is on maintaining a ‘Smiling and a
Friendly Atmosphere' to please and retain the customer.


AIRTEL has realized that the Indian market is price sensitive. Therefore it
care of the has come up with various innovative tariff schemes to take needs
of different category of customers-Generally, the cellular services are more
expensive than the landline based telephone services. This is due to the
reason that the operating companies are required to pay a fee to the
government for using airtime.



Bharti has spent a considerable amount on advertising its mobile phone

service, Airtel. Besides print advertising, the company had put up large no of
hoardings and kiosks in and around Delhi. The objective behind designing a
promotion campaign for the ‘Airtel’ services is to promote the brand
awareness and to build brand preferences. It is trying to set up a thematic
campaign to build stronger brand equity for Airtel. Since the cellular phone
category itself is too restricted, also the fact that a Cellular phone is a high
involvement product, price doesn't qualify as an effective differentiator. The
image of the service provider counts a great deal. Given the Cell phone
category, it is the network efficiency and the quality of service that becomes
important. What now the buyer is looking at is to get the optimum price-
performance package. This also serves as an effective differentiator Brand
awareness is spread through the' campaigns and brand preference through
brand stature. Airtel's campaign in the capital began with a series of 'teaser'
hoardings across the city, ‘bearing just the company's name and without
explaining what Airtel was. In the next phase the campaign associated Airtel
with Cellular only thereafter was the Bharti Cellular connection brought up.
Vans with Airtel logos roamed the city, handing out brochures about the
company and its services to all consumers. About 50,000 direct callers were
sent out. When the name was well entrenched in the Delibes’s mind, the
Airtel campaign began to focus on the utility of Cell phone. In the first
fourmonths alone Airtei's advertisement spend exceeded Rs. 4 crores. As of
today the awareness level Is 60% unaided. This implies that if potential or

knowledgeable consumers are asked to name Cellular phone service
provider that is on the top of his/her mind 60% of them would name Airtel.
As for aided it -is 100%(by giving clues and hints etc.).Brand strength of a
product or the health of a brand is measured by the percentage score of the
brand on the above aided and the unaided tests. The figures show that Airtel
is a healthy and thriving brand. Every company has a goal, which might
comprise a sales target and a game plan with due regard to its competitor.
Airtel 'campaign strategy is designed keeping in mind its marketing strategy.
The tone, tenor and the stance of the visual ads are designed to convey the
image of a market leader in terms of its market share. It tries to portray the
image of being a "first mover every time" and that of a "market leader". The
status of the product in terms of its life cycle has just reached the maturity
stage in India .It is still on the rising part of the product life cycle curve in
the maturity stage. The diagram on the left hand side shows the percentage
of the users classified into heavy, medium and low categories. The right
hand side shows the revenue share earned from the three types of users.
Airtel, keeping in mind the importance of the customer retention, values its
heavy users the most and constantly indulges in service innovation. But,
since heavy users comprise only 15 -20% of the population the other
segment cannot be neglected. The population which has just realized the
importance of cellular phones has to be roped in.It is for this reason that the
service provider offers a plethora of incentives and discounts. Concerts like
the "Freedom concert" are being organized by Airtel in order to promote
sales. The media channel is chosen with economy in mind .The target
segment is not very concrete but, there is an attempt to focus on those who
can afford. The print advertisements and hoarding are placed in those
strategic areas which most likely to catch the attention of those who need a
cellular phone. The product promise (which might cost different1 higher) is
an important variable in determining the target audience. Besides this, other
promotional strategies that Airtel has adopted are :

• People who have booked Airtel services have been treated to

exclusive premier’s blockbuster movies. Airtel has tied up with
Lufthansa to offer customer bonus miles on the German airlines
frequent flier's programs.



Franchisee Distributor

Dealer Dealers

Customers Customers

The- company whose operations are concentrated in and around Delhi.It 27

Franchisees and 15 Distributors- They also have 8'instant access cash card
counters- Each franchises or distributor can have any number of dealers
under him as long as the person is approved by the Airtel authority. Each
franchise has to invest Rupees Ten Lakhs. to obtain a franchise and should
employ an officer recruited by Airtel. This person acts as an liaison between
the company and the franchises. The franchises can it anynumber of dealers
as long as their territories do not overlap. But unfortunately Airtel has not
been very successful in controlling territorial overlaps of dealers. The
franchises can carry out his 1her own promotional strategy. For this the
company contributes 75% of the money and the franchises contributes 25%
of the money. The dealers under the franchisee receive the same
commission. The franchises and the dealer obtain the feedback from the
customers and they are sent through the liaison officer on a day-to-day basis
to Airtel. The dealer has to invest Rupees. One Lakh as an initial investment.
The dealer of Airtel is not allowed to provide any other operators' service.

Target set for distributors and the dealers is 100 -150 activations per month.
Hence the dealers can also go for their own promotions like banners and
discounts on festivals etc. The dealer provides service promptly. The
consumer on providing the bill of purchase for the handset and proof of
residence has only to wait an hour before getting connected. The staff of the
dealers and the franchisees is provided training by the Airtel personnel.
The complaints encountered by the franchisees and dealers are either
handset being non-functional or the SIM Card not getting activated.
Anything more complicated is referred to the main Airtel office in Delhi.


The Indian communications scenario has transformed into a multiplayer,

multi product market with varied market size and segments. Within the basic

phone service the value chain has split into domestic/local calls, long
distance players, and international long distance players. Apart from having
to cope with the change in structure and culture (government to corporate),
Airtel has had to gear itself to meet competition in various segments – basic
services, long distance(LD), International Long Distance (ILD), and Internet
Service Provision (ISP).It has forayed into mobile service provision as well.

Objective of study are:

 What marketing strategies the Airtel is implementing to defend and

increase the market share.

 To find who are the competitors of the Airtel and the market shares of
the competitors and what strategies Airtel is implementing to beat its

 To find out how Airtel react to the technology changes in the

communications sector.

 To study marketing strategies adopted by Airtel.



 Observation method, and
 Experiment


 Internet
 Newspaper
 Magazines
 Others


The Company is a part of Bharti Enterprises, and is India's leading

provider of telecommunications services. The businesses at Bharti Airtel

have been structured into three individual strategic business units (SBU’s) -
mobile services, broadband & telephone services (B&T) & enterprise
services. The mobile services group provides GSM mobile services across
India in 23 telecom circles, while the B&T business group provides
broadband & telephone services in 90 cities. The Enterprise services group
has two sub-units - carriers (long distance services) and services to
corporate. All these services are provided under the Airtel brand. Its include

 Voice Services

 Mobile Services

 Satellite Services

 Managed Data & Internet Services

 Managed e-Business Services

Voice Services

Bharti Airtel became the first private fixed-line service provider in India. It is
now promoted under the Airtel brand. Recently, the Government opened the
fixed-line industry to unlimited competition. Airtel has subsequently started
providing fixed-line services in the four circles of Delhi, Haryana, Madhya
Pradesh, Karnataka, Tamil Nadu & UP (West).
Airtel Enterprise Services believes that these circles have high
telecommunications potential, especially for carrying Voice & Data traffic.
These circles were strategically selected so as to provide synergies with
Airtel’s long distance network and Airtel’s extensive mobile network.
Airtel Enterprise Services, India's premium telecommunication service, brings
to you a whole new experience in telephony. From integrated telephone
services for Enterprises and small business enterprises to user-friendly plans
for Broadband Internet Services (DSL), we bring innovative, cost-effective,
comprehensive and multi-product solutions to cater to all your telecom and
data needs.

Voice - Product Portfolio

Airtel Enterprise Services telephone services go beyond basic telephony to

offer our users a whole host of Value Added Services as well as premium
add-ons. Each telephone connection from Airtel Enterprise Services is
backed by a superior fiber-optic backbone for enhanced reliability and
quality telephony. Few of the Value Added Services offered are Calling Line
Identification, Three Party Conferencing, Dynamic Lock, Hunting Numbers,
and Parallel Ringing etc.
Airtel Enterprise Services Voice Services provide Free Dial-up Internet
access that is bundled along with your Telephone connection from Airtel.
It’s fast, reliable and gives you unlimited Internet access.

Mobile Services

Airtel’s mobile footprint extends across the country in 21 telecom circles.

It’s service standards compare with the very best in the world. In fact, that’s
how Bharti has managed to win the trust of millions of customers and makes
it one of the top 5 operators in the world, in terms of service and subscriber
The company has several Firsts to its credit:
 The First to launch full roaming service on pre-paid in the country.
 The First to launch 32K SIM cards.

 The First in Asia to deploy the multi band feature in a wireless
network for efficient usage of spectrum.
 The First to deploy Voice Quality Enhancers to improve voice
quality and acoustics.
 The First telecom company in the world to receive the ISO
9001:2000 certification from British Standards Institute

Satellite Services
Airtel Enterprise Services provides you connectivity where ever you take
your business Our Satellite Services bring you the benefits of access in
remote locations. Airtel Enterprise Services is a leading provider of
broadband IP satellite services and DAMA/PAMA services in India. Our
solutions support audio, video and voice applications on demand.

Satellite Services include :
 BIT - Internet
 Satellite based IPLCs for redundancy reasons

Managed Data & Internet Services

Airtel Enterprise Services brings you a comprehensive suite of data

technologies. So we are able to support all types of networks and ensure our
customers can migrate their network to the future seamlessly. Our Managed
Data & Internet services make our customers future proof.

Managed Data & Internet Services include :

 FR
 Internet
 Leased Lines
 Customized Solutions
 International Managed Services
 Metro Ethernet

Managed e-Business Services

Airtel Enterpirse Services offers an internationally benchmarked, carrier

class hosting, storage and business continuity services.
A range of services that help to keep your business running the way you
want- 24x7. Thanks to our world-class high tech Data Centers.
Managed e-Business Services include :

 Co-lo: Dedicated and Shared

 BCRS Services
 Web hosting



 Very focused on telecom.
 Leadership in fast growing cellular segment.
 Pan-India footprint.
 The only Indian operator, other than VSNL, that has an international
submarine cable.


 Price Competition from BSNL and MTNL.

 Untapped Rural market.


 The fast-expanding IPLC market.

 Latest technology and low cost advantage.
 Huge market.


 Competition from other cellular and mobile operators.

 Saturation point in Basic telephony service.



 VERY FOCUSED ON TELECOM Bharti Airtel is largely focused

on the telecom, around 93% of the total revenue comes from telecom
(Total telecom revenue Rs 3,326).


Airtel is holding leadership position in cellular market.. Bharti Airtel

is one of India's leading private sector providers of
telecommunications services based on an aggregate of 27,239,757
customers as on August 31, 2006, consisting of 25,648,686 GSM
mobile and 1,591,071 broadband & telephone customers.

 PAN INDIA FOOTPRINT Airtel offers the most expansive roaming

network. Letting you roam anywhere in India with its Pan-India

presence, and trot across the globe with International Roaming spread
in over 240 networks. The mobile services group provides GSM
mobile services across India in 23 telecom circles, while the B&T
business group provides broadband & telephone services in 92 cities.



monopoly breaker shattered the Telecom monopoly in the
International Long Distance space with the launch of International
Submarine cable Network i2i jointly with Singapore

Telecommunications Ltd. in the year 2002. This has brought a huge
value to the IPLC customers, delivering them an option besides the
incumbent carrier, to connect to the outside world.


 Price Competition from BSNL and MTNL. Airtel is tough

competition from the operators like BSNL nd MTNL as these two
operators are offering services at a low rate.

 Untapped Rural market. Although Airtel have strong Presence

throughout the country but still they are far away from the Indian rural
part and generally this part is covered by BSNL so indirectly Airtel is
losing revenue from the rural sector.



(international private leased circuit) is a point-to-point private line
used by an organization to communicate between offices that are
geographically dispersed throughout the world. An IPLC can be used
for Internet access, business data exchange, video conferencing, and
any other form of telecommunication. Airtel Enterprise Services and
SingTel jointly provide IPLCs on the Network i2i. The Landing
Station in Singapore is managed by SingTel and by Airtel in Chennai
(India). Each Landing Station has Power Feeding Equipment,
Submarine Line Terminating Equipment and SDH system to power
the cable, add wavelengths and convert the STM-64 output to STM-1
data streams respectively.


costs of introducing cellular services for Airtel are marginal in nature,

as it needs only to augment its cellular switch/equipment capacity and
increase the number of base stations. The number of cities, towns and
villages it has covered already works to its advantage as putting more
base stations for cellular coverage in these areas comes with
negligible marginal cost. Besides such cost advantages, it has also
other cost advantages for the latest cellular technology. As a late
entrant into the cellular market, it has dual advantage of latest
technology with modern features, unlike other private cellular
operators who started their service more than 4-5 years back and low
capital cost due to advantages of large scale buying of cellular

 HUGE MARKET The cellular telephony market is presently

expanding at a phenomenal / whopping __ rate every year and there is

still vast scope for Airtel to enter /expand in this market. Besides
there is a vast rural segment where the cellular services have not made
much headway and many customers are looking towards Airtel for
providing the service to them. With its wide and extensive presence
even in the remotest areas, Airtel poised to gain a big market share in
this segment when it expands cellular services into the rural areas



BSNL to improve/expand its cellular services. Fierce and cut-throat

competition is already in place with the markets ever abuzz with
several tariff reductions and announcement of attractive packages,
trying to grab most of the ‘mind share’ of the ‘king’ - ‘the consumer’,
whose benefits are increasing with passing of everyday. If BSNL is
not innovative and agile, its cellular service will be a flop. It needs to
be proactive with attractive packaging, pricing and marketing policies
lest its presence in the market be treated with disdain by the private
cellular companies. The launch of WLL services by Reliance Infocom
has aggravated the situation.


Although Airtel entered in the basic telephony market it’s a biggest

there for the company as the basic telephony market has reached.





(Fixed Line)



BCG Matrix is used to find out the relative growth prospects of the product
line. Within the Airtel product line leased, private, circuit are among star.
Airtel is going to have a submarine cable between Singapore and Chennai
with the collaboration of SingTel. This wills Airtel to maintain its position in
IPLC market. Right in India only VSNL have such cables.






To portray alternative corporate growth strategies, Igor Ansoff

conceptualized a matrix that focused on the firm’s present and potential
products and markets / customers. He called the four product-market
strategic alternatives
 market penetration [existing market + existing product],

 market development [existing product + new market],

 product development [existing market + new product], and

 Diversification [new product + new market].

The company should follow all four strategies depending on the demand and
product as indicated in the matrix. The company perhaps needs to focus
more on the comparatively neglected area of diversification.

 MARKET PENETRATION: Airtel entered in broadband and fixed

phone line market.


 MARKET DEVELOPMENT: Airtel is now looking for overseas

market. Company has already make his presence in Nigeria and


 DIVERSIFICATION : Airtel has now outsourcing sum of its

services like customer services with IBM


The industry structure has become relatively unfavorable compared to earlier

monopolistic times.

The earlier pattern used to be that the national telecom company used to own
every segment of the value chain till the international gateway. With
liberalization there was competition in virtually every segment. There are
companies that provide local connectivity, those that function as long
distance carriers, and those that provide only gateway links. Some integrated
players operate in all segments. The intensity of competitive pressures
across the chain is reflected in the downward spiral being witnessed in tariffs
and prices to customer.

The value chain for cellular mobile service and Internet Service Providers
(other than cable based net connections) is similar in as much as the calls
reach the destination through similar local loop, long distance and
international gateway.


It is a systematic examination of all 3 levels of the environment with at least

three purposes:
 Detecting important economic, social, cultural, environmental,
health, technological, and political trends, situations, and events
 Identifying the potential opportunities and threats for the institution
implied by these trends, situations, and events
 Gaining an accurate understanding of your organization’s strengths
and limitations
STEEP refers to changes in the social, technological, economic,
environmental, and political sectors that affect organizations directly and
A STEEP analysis of the macro environment indicates that economic (a
phone call being a cheaper way to stay in touch than outstation travel for
example) and social factors (working outside the home town) have forced
the pace of utilization of technology (Public Call Offices, mobile phones,
networked companies). Increasing customer awareness has raised
expectations and vocal demands are being articulated for consumer rights;
such political factors have in turn impacted the competitive environment by
way of entry of private players, independent regulation, and a policy
framework tilted towards a ‘level playing field’ for new entrants. A near
environment analysis indicates that the competitors are becoming active
resource rivals (political and financial) apart from applying pressures as
customer rivals. The customer has, needless to say, benefited from increased
choice from within the communications services basket itself


Airtel core competencies are sales & promotions and as of now Airtel is
leading brand in mobile services in India. Airtel have three big personality
Viz. Sachin Tendulkar , Shahrukh Khan and music maestro A. R. Rahman
along with R. Madhavan and Bidhya Ballan for endorsing there product and
services currently Airtel is outsourcing there no competence function and try
to fully concentrate on his core competency that is sales promotion.


Subscriber Base as on 31st July 2007 ( in millions)

Fixed Mobile Total e

Private 47.3
6.43 53.76 50.24
Operato 40.74 53.24 49.76
Total 47.17 107.00 100

S.No. Service Providers Subscribers

(in millions) Market Share

(% age)
BSNL 36.8 78.02
MTNL 3.94 8.35
Tata 3.23 6.85
Reliance 1.86 3.94
Bharti 0.97 2.06
HFCL 0.21 0.44
Shyam 0.16 0.34
All India 47.17 100


S.No Service Subscribers

. Providers (in millions) Market
(% age)
1 Bharti 12.79 21.38
2 Reliance 12.15 20.31
3 BSNL 11.16 18.65
4 Hutch 8.85 14.80
5 IDEA 5.73 9.58
6 BPL 2.7 4.51
7 Aircel 1.94 3.24
8 Tata 1.61 2.69
9 Spice 1.49 2.49
10 MTNL 1.33 2.22
11 HFCL 0.06 0.10
12 Shyam 0.02 0.03
All India 59.83 100

Market Capitalization
Customer Base

25,648,686 GSM mobile and 1,591,071 broadband & telephone (fixed line)
customers (Status as at month ended August 31, 2006)

Operational Network

Provides GSM mobile services in all the 23 telecom circles in India, and was
the first private operator to have an all India presence.
Provides broadband (DSL) and telephone services (fixed line) in 92 cities in


 Strategic alliance The Company has a strategic alliance with SingTel.

The investment made by SingTel is one of the largest investments

made in the world outside Singapore in the company. The company
also has a strategic alliance with Vodafone. The investment made by
Vodafone in Bharti is one of the largest single foreign investments
made in the Indian telecom sector. The company’s mobile network
equipment partners include Ericsson and Nokia. In the case of the
broadband and telephone services and enterprise services (carriers),
equipment suppliers include Siemens, Nortel, Corning, among others.
The Company also has an information technology alliance with IBM
for its group-wide information technology requirements and with
Nortel for call center technology requirements.

 Outsourcing The call center operations for the mobile services have

been outsourced to IBM Daksh, Hinduja TMT, and Teletech &


 Overseas Market. Airtel is looking for overseas market and already

atarted operation in Nigeria and Seychelles.

 Competition Airtel is facing strong completion from MTNL and

BSNL inspite of the fact they are far away from Airtel technologically
but these two have a inside ranch in rural and urban area and have low
tariff rates.

 Brand Ambassador Airtel has strong brand ambassador, Sachin

Tendulkar, Shahrukh khan and A. R. Rehman, R Madhavan, Bidhya

Ballan to promote the product and services.

 Leader in Telecom market Airtel is holding a position of Market

Leader by having 21 percent of the total market share.


After the complete analysis of entire STUDY we put forward a set of

recommendations which are a follows:

 PRICING Depending on the market conditions / competition from

cellular or WLL-Mobile service providers and also to suit local

conditions, there should be flexible pricing mechanism (either at
central or local level).

 IMPROVEMENT IN TECHNOLOGY Airtel should immediately

shift to third generation switches by replacing its c-dot switches. This

will improve the quality of service to desired level and provide
simultaneous integration with the nationwide network. The special
distribution of the transmission towers should be increased to avoid
“no signal pockets”


establish widespread and conspicuous distribution to match that of
the competitors. The distribution network shall make the product
visible and available at convenient locations.

 UNTAPPED RURAL MARKET Large part of Indian rural market

is still untapped therefore Airtel is required to bring that area under



IPCL International Private Leased Circuit

BSNL Bharat Sanchar Nigam Ltd
MTNL Mahanagar Telephone Nigam Ltd
TRAI Telephone Regulatory Authority of India